First, thank you for RT. I feel like I have time to think again :>
However, I do have a couple people at my workplace who wish to see
everything that goes on in RT, so they know what I’m doing and what’s
to be done. I have been able to set most of this up so far. I’ll
explain the setup a bit. If a user has a problem, they send mail to an
alias which goes to myself and three other users. Currently, I
generate a ticket by either the webform, or bouncing the email in Pine
to RT. The other users are setup in RT, and are allowed to see the
queue, see a ticket, and a few other permissions, but are not setup
as administrators or AdminCCs (I don’t want them seeing all the
comments I may make on tickets, since 90% of it is notes to myself and
the like).
I’d like to set them up as CCs for the queue, and then I’d have the
same functionality as the email alias built-in, and I can change the
alias to point to RT instead. However, I see one issue, that being the
CCs will only get correspondence after the ticket is created, but
they’ll not see the initial email that created the ticket.
Yes, I could set them up as AdminCCs, however I may want to use that
functionality in the future for other things, and I don’t want these
people getting mails about every comment I make, so I won’t want to
remove that scrip (On Comment NotifyAdminCCs).
Is there a simple solution? I want the functionality of a queue CC,
but ideally would want a scrip that does a “On Create NotifyCC”.
Currently I see no way to notify the CCs without notifying the
requestor as well, and since the requestor gets an autoreply on ticket
generation I think that would be too much. Perhaps a “custom Scrip
action” is necessary; if so, could someone enlighten me to what it
would be?
Thanks 1.0*10E6
Steve Huston - Unix Systems Admin, Dept. of Astrophysical Sciences
Princeton University | ICBM Address: 40.346525 -74.651285
126 Peyton Hall |“On my ship, the Rocinante, wheeling through
Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus,
(609) 258-7375 | headlong into mystery.” -Rush, ‘Cygnus X-1’